Leading Service Excellence

7 days ago

Melbourne, Victoria, Australia beBeeServiceDelivery Full time $150,000 - $200,000
Service Delivery Lead

This is a leadership role that requires the ability to monitor and manage service desk queues, ensure optimal service meeting defined SLAs for stakeholders. The successful candidate will maintain high performance levels for service-related processes, implement improvement activities wherever necessary.

The Service Delivery Lead will take ownership of critical incidents, coordinate with resolution parties, establish effective communication between stakeholders for post-incident reviews. They will ensure systems, procedures, and methodologies support outstanding service delivery.

This role involves customer-facing interactions, facilitating the delivery of superior services to end-users. To achieve this, the Service Delivery Lead will develop a deep understanding of projects to gain insights into service delivery scope. They will take accountability for service delivery performance, meet customer expectations, drive future demand.

The ideal candidate will have proficiency in leading physical and virtual teams, operational ability in diverse, large-scale environments. They will possess exceptional customer-facing skills, in-depth knowledge of escalation procedures, incident management, other disciplines related to service delivery. 3+ years experience working with machine learning products is required. Expertise in people management and leadership is essential. Strong organisational skills, capacity to train guide junior team members, ability to manage prioritise tasks efficiently are also required.

The company offers flexible work including work from home, additional leave parental leave entitlements. We invest in our employees' wellbeing and professional development. Your contributions will be celebrated.

  • Maintaining high performance levels for service-related processes
  • Taking ownership of critical incidents
  • Ensuring systems, procedures, and methodologies support outstanding service delivery
  • Developing a deep understanding of projects to gain insights into service delivery scope
  • Taking accountability for service delivery performance
  • Analysing third-party as well as internal processes
  • Providing accurate regular reports to management on service delivery performance

We offer flexible work arrangements, additional leave, and parental leave entitlements. Our company values employee wellbeing and professional development.

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